E-mail Templates

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To see e-mail templates, open Sana Admin and click: Setup > E-mail templates.

System e-mails play a crucial role in Sana Commerce Cloud by facilitating effective communication between the webstore owner and customers and informing the webstore admin about various events. These automated messages serve various purposes, from customer registration to payment and order confirmations. Order confirmation e-mails, for instance, reassure customers that their purchase has been successfully processed, while payment notifications keep them informed about the status of their payment.

By utilizing e-mail templates, Sana Commerce Cloud ensures consistency and professionalism in communication, while also streamlining the process of sending out these essential messages in different languages. These e-mails not only enhance the overall shopping experience for customers but also help webstore admins manage orders and inquiries more efficiently and respond faster to some of the issues that may arise.

E-mails are divided into those that are sent to webstore customers, such as shop account creation, changing the password or order confirmation, and those that are sent to the webstore administrator, for example, about ERP connection availability or some failure in the webstore operation.

All e-mail templates are available in the installed languages. The content of the webstore e-mail templates can be changed for any installed webstore language. While the content of admin e-mail templates is only available in the Sana Admin language.

You can sort the e-mail templates by subject or template identifier.

Replacement Tags

You can see replacement tags in the e-mail templates. They can be recognized by the brackets in the text of the e-mail template, for example, [ORDERNUMBER]. These tags are automatically replaced by the external values when the e-mail is sent, for example, order details, customer name, webstore e-mail, etc. If you need to change the content of the e-mail template, do not change or translate the replacement tags.

The table below provides the list of all replacement tags which are used in the e-mail templates of Sana Commerce Cloud. You can also see in which e-mail templates different replacement tags are used.

Name	Description	E-mail templates (by ID)
NAME	The name of a customer in the Sana webstore.	AccountChangedNotification ContactUs EditOrderConfirmation EditQuoteConfirmation ForgotPassword ForgotPasswordAdmin InvoicePaymentConfirmation InvoicePaymentConfirmationForShopManagers InvoicePaymentRegistrationFailedForShopManagers ReturnOrderAdminNotification OrderAuthorizationApproved OrderAuthorizationRequest GuestOrderConfirmation OrderConfirmation OrderPayment CapturePaymentAdminNotification RefundPaymentAdminNotification UnprocessedOrderConfirmation OrderAuthorizationDeclined PaymentConfirmation QuoteConfirmation UnprocessedQuoteConfirmation OrderAuthorizationReminderMail ReturnOrderConfirmation NewSubAccountSetPassword NewShopAccount NewShopAccountByShopAdmin ChangePassword UnknownDeviceLogin E-mail Templates
SHOPNAME	The webstore name. Only the SHOPNAME variable can be used in the e-mail template subject.	AccountChangedNotification TaskFailureNotification ERPConnectionAvailable ERPConnectionUnavailable EditOrderConfirmation EditQuoteConfirmation TechnicalAdminErrorNotification ForgotPassword ForgotPasswordAdmin InvoicePaymentConfirmation InvoicePaymentConfirmationForShopManagers InvoicePaymentRegistrationFailedForShopManagers ReturnOrderAdminNotification RefundPaymentAdminNotification OrderAuthorizationApproved OrderAuthorizationRequest GuestOrderConfirmation OrderConfirmation OrderPayment UnprocessedOrderConfirmation OrderAuthorizationDeclined OrderPaymentErrorAdminNotification PaymentConfirmation QuoteConfirmation UnprocessedQuoteConfirmation OrderAuthorizationReminderMail ReturnOrderConfirmation NewSubAccountSetPassword NewShopAccount NewShopAccountByShopAdmin ChangePassword SanaPay_PayByEmail UnknownDeviceLogin E-mail Templates
SHOPEMAIL	The webstore e-mail address.	The replacement tag is available in all e-mail templates.
SHOPPHONE	The webstore phone number.	The replacement tag is available in all e-mail templates.
URL	The link to reset the shop account password.	ForgotPassword ForgotPasswordAdmin NewSubAccountSetPassword NewShopAccountByShopAdmin
COMPANYNAME	The company name.	ContactUs
EMAILADDRESS	The e-mail of the company.	ContactUs
PHONE	The phone of the message sender.	ContactUs
CUSTOMERNUMBER	The number of a customer.	InvoicePaymentConfirmationForShopManagers InvoicePaymentRegistrationFailedForShopManagers CapturePaymentAdminNotification RefundPaymentAdminNotification
COMMENTS	The comments of the message sender.	ContactUs
WEBSITEDOMAIN	The full link to the webstore.	The replacement tag is available in all e-mail templates.
ORDERADDRESS	The billing and shipping addresses of the sales order.	EditOrderConfirmation EditQuoteConfirmation ReturnOrderAdminNotification GuestOrderConfirmation OrderConfirmation OrderPayment UnprocessedOrderConfirmation PaymentConfirmation QuoteConfirmation UnprocessedQuoteConfirmation ReturnOrderConfirmation
ORDERNUMBER	The sales order ID.	EditOrderConfirmation EditQuoteConfirmation ReturnOrderAdminNotification OrderAuthorizationApproved OrderAuthorizationRequest GuestOrderConfirmation OrderConfirmation OrderAuthorizationDeclined OrderPaymentErrorAdminNotification PaymentConfirmation CapturePaymentAdminNotification RefundPaymentAdminNotification QuoteConfirmation ReturnOrderConfirmation SanaPay_PayByEmail
ORDERDETAILS	The sales order details.	EditOrderConfirmation EditQuoteConfirmation InvoicePaymentConfirmation InvoicePaymentConfirmationForShopManagers InvoicePaymentRegistrationFailedForShopManagers ReturnOrderAdminNotification GuestOrderConfirmation UnprocessedQuoteConfirmation QuoteConfirmation PaymentConfirmation UnprocessedOrderConfirmation OrderPayment OrderConfirmation ReturnOrderConfirmation SanaPay_PayByEmail
ADDITIONAL_ORDER_INFORMATION	The reference number, comments and the requested delivery date of the sales order.	EditOrderConfirmation EditQuoteConfirmation InvoicePaymentConfirmation ReturnOrderAdminNotification GuestOrderConfirmation PaymentConfirmation QuoteConfirmation UnprocessedQuoteConfirmation OrderConfirmation OrderPayment UnprocessedOrderConfirmation ReturnOrderConfirmation
ATTACHMENTS	The links to the return order attachments.	ReturnOrderAdminNotification ReturnOrderConfirmation
MESSAGE	The message added by a customer in the webstore.	TechnicalAdminErrorNotification
PAYMENT_SHIPPING_INFORMATION	Order shipping and payment information.	EditOrderConfirmation EditQuoteConfirmation GuestOrderConfirmation OrderConfirmation
PAYMENTTRANSACTIONID	The ID of a payment transaction.	InvoicePaymentConfirmationForShopManagers InvoicePaymentRegistrationFailedForShopManagers
TRANSACTIONID	The ID of a payment transaction.	OrderPaymentErrorAdminNotification CapturePaymentAdminNotification RefundPaymentAdminNotification
ERRORDETAILS	The details about why the order payment has failed.	OrderPaymentErrorAdminNotification
SUBACCOUNT_NAME	The name of a sub-account in the Sana webstore.	OrderAuthorizationRequest
ORDERAUTHORIZER	The name of an authorizer in the Sana webstore.	OrderAuthorizationApproved OrderAuthorizationDeclined
ORDERAUTHORIZERS	The names of authorizers in the Sana webstore.	EditOrderConfirmation EditQuoteConfirmation InvoicePaymentConfirmation InvoicePaymentConfirmationForShopManagers InvoicePaymentRegistrationFailedForShopManagers GuestOrderConfirmation OrderConfirmation
AUTHORIZATION_FEEDBACK	The comment of an authorizer explaining why the order was declined.	OrderAuthorizationDeclined
DAYS	The number of days that have passed since the last order was created and not authorized (approved or declined).	OrderAuthorizationReminderMail
TASKNAME	The name of a scheduled task that failed.	TaskFailureNotification
TIMESTAMP	Time when the scheduled task failed.	TaskFailureNotification
EXCEPTION	The error that is a reason for the scheduled task failure.	TaskFailureNotification
EXCEPTIONDETAILS	The error details of the failed scheduled task.	TaskFailureNotification
SHOPACCOUNTEMAIL	The e-mail address the customer used to register in the webstore online or a webstore administrator to create a shop account for a B2B customer directly in Sana Admin. The e-mail is used by the customer to log in to the webstore.	NewShopAccount NewShopAccountByShopAdmin
PAYBYLINK	The payment link to pay orders through Sana Pay.	SanaPay_PayByEmail
UPDATEDDATA	The message informing a customer which account details were successfully updated.	AccountChangedNotification
DEVICE_OS	The operating system of an unknown device a user uses to log in to Sana Admin.	UnknownDeviceLogin UnknownDeviceVerification
DEVICE_BROWSER	The name of a browser a user uses to log in to Sana Admin from an unknown device.	UnknownDeviceLogin UnknownDeviceVerification
CREATEDTIME	The time and date a user tries to log in to Sana Admin from an unknown device.	UnknownDeviceLogin UnknownDeviceVerification

The webstore information which is used in the e-mails sent from the Sana webstore (store name, store phone number, store e-mail address) can be changed in Sana Admin: Setup > Basics.